Modernizing how governments serve their citizens is no longer optional—it’s essential. ChileAtiende, the national citizen service network of Chile, partnered with CloudHesive to transform its legacy CRM into SACH 3, a cloud-native platform built entirely on AWS. The result: faster, more reliable services for millions of Chileans and over USD 1 million in annual savings.
About Chile Atiende
Chile Atiende, part of the Instituto de Previsión Social (IPS), is Chile’s nationwide citizen service network. Through its digital platforms and more than 200 physical offices, it connects millions of people with essential government benefits, subsidies, and social programs. Its mission is to provide inclusive, efficient, and transparent access to public services across the entire country.
The Challenge
Before migrating to AWS, ChileAtiende’s Citizen Service System (SACH 2), built on Dynamics 365, faced serious operational and financial challenges:
- High licensing costs: More than 1,200 active licenses generated over USD 1 million annually in expenses, limiting IT budget flexibility.
- Limitations of SaaS (Office 365): Automatic updates frequently broke custom code, creating incompatibilities and errors in the CRM.
- Corrective support overload: A team of at least three engineers was required exclusively for post-update fixes, reducing efficiency.
- Performance issues: The system suffered from slow response times, negatively affecting employee productivity and the citizen experience.
ChileAtiende needed a modern, scalable, and cost-efficient solution to guarantee service continuity for millions of Chileans.
The Solution
CloudHesive partnered with ChileAtiende to design and deploy SACH 3, a 100% Cloud Native platform built entirely on AWS.
- Licensing-free architecture: Complete migration away from Dynamics 365, eliminating fixed licensing costs.
- Scalable and flexible design: Built on native AWS services, ready to evolve with the country’s growing needs.
- Resilient operations: High-availability architecture ensuring stability and reliability nationwide.
- Better user experience: Optimized performance for faster case handling and streamlined citizen interactions.
- Operational efficiency: Freed IT teams from corrective maintenance, enabling them to focus on strategic innovation.
The Results
Qualitative Impact
- Enhanced citizen experience with faster, more reliable service.
- Nationwide continuity of operations across all ChileAtiende offices.
- Greater scalability and flexibility to adapt to new demands.
- Stronger operational efficiency, with IT resources now focused on innovation instead of reactive maintenance.
Quantitative Impact
- USD 1M+ annual savings from eliminated licensing costs.
- USD 200–300K in additional savings by reducing corrective maintenance and support.
- Improved productivity, with faster case handling across all branches.
- Direct benefit to millions of Chilean citizens through a more reliable and efficient platform.
Why It Matters
With SACH 3, ChileAtiende has redefined how public services are delivered in Chile. By migrating to AWS with CloudHesive’s expertise, the institution now operates with greater efficiency, flexibility, and resilience—delivering tangible savings to the State and a better experience for every citizen.
Learn how CloudHesive and AWS are driving real change in the public sector.
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